Radiating Hope: Radiology Department Blog


Improving the Patient Experience: Stories from our Technologists

Improving the Patient Experience: Stories from our Technologists

Our radiology technologists interact with you and your kids every single day. We asked them to reflect on the little things that go a long way in making patient and family experiences at Cincinnati Children’s a step above the rest.

For two very stressed and overwhelmed parents, being offered a soda or bottle of water while waiting for their child’s procedure to begin truly had an impact. “Even though it was something so small, I could tell it made a big difference to them. Experiences like this help me to remember that not all needs are medical in nature and that sometimes the small things are just as meaningful in changing someone’s outcome.” –Kristi Baker RT(R)

X-rays need to be taken at all hours of the night and day. For one patient and family in particular, those x-rays always came at 5 am. A small acknowledgement by one technologist made a big difference to this family. “I can’t change the fact that this patient needed an early morning x-ray, but when I apologized for disturbing the family so early in the morning…the grandmother looked me straight in the eye and thanked me for the empathy that I showed. This small gesture seemed to make a very positive impact on their hospital experience.” –Kara Fulcher, RT (R)

Sometimes the simplest of things during an experience in the Radiology Department at Cincinnati Children’s can mean the most and sincerely make a difference. “Small things like introducing yourself help start an interaction off positively. A mother recently seemed very pleased that I had introduced myself and she continued to call me by name throughout our short interaction. By calling each other by name we were strengthening our connection to each other. At the end of this patient’s exam, the mom said, ‘Thank you Brittany. I truly appreciate everything you do for our kids.’ I was so touched by this mother’s sense of trust and respect for me and the care that I provided to her child…and it all started with a simple introduction.” –Brittany Narlock, RT (R)

Edited by Catherine Leopard.

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About the author: Alex Towbin

Alex is a radiologist and the Neil D. Johnson Chair of Radiology Informatics. In this role, he helps to manage the information systems used by the Radiology department. Clinically, Alex is the Assistant Director of thoracoabdominal imaging. His research interests include liver disease, liver tumors, inflammatory bowel disease, and appendicitis.